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Frequently Asked Questions

Please browse below to find the answers to some of the most common questions that we are asked. If your question is not on the list do not hesitate to contact us via email or through our Contact page, our Customer Service Team will be happy to help you.

Top FAQS

My watch is broken, what should I do?

When you buy at Masters in Time, you get 1 or 2 years international warranty.

In case the watch arrives broken, we will either send you a new watch or refund you your money (when your model is sold out). You need to send the broken watch back to us. When we have received it, we will send you a new item, or otherwise we will process a refund for the full amount that was paid for the item in the same form of payment and account, originally used for the purchase.

When the watch is broken during the guarantee period, we will either send you a new watch or we will give you the choice to find a new watch on our web site. You need to send the broken watch back to us. When we have received it, we will send you a new item, or otherwise we will process a refund for the full amount that was paid for the item in the same form of payment and account, originally used for the purchase.

Can I receive my package faster?

Depending on your country, Yes. On the checkout page we offer you 3 shipping options: Registered mail, Parcel Plus and Express post (FedEx, UPS, TNT). You will see the cost for each shipping option on the checkout page, after selecting the shipping destination.

Do you really ship worldwide?

No, we do not ship to all countries worldwide. There are two main reasons for this: 1. The Postal Services cannot be trusted. 2. We have had cases of fraud in that country. In case of suspected fraud, we always hold the right to ship goods to a person.

Do you ship watches unregistered?

No, we don't. We do ship straps unregistered, but not watches.

Are your watches new?

Yes. We do have refurbished watches, but these are mainly collector items. When a watch is not new, it is always clearly mentioned on the page. For the rest, all our watches are brand new and genuine.

Can you adjust the watch bracelet for me?

Yes and it won’t cost you a cent. Follow the instructions on our Wrist Size Guide page to measure your wrist. Enter your measurements when you place your order, and we will pre-size your timepiece to make sure it arrives set to the correct number of links for you.

Customer Service

Your satisfaction is 100% guaranteed. All items in your order can be returned to mastersintime.com 30 days from the delivery date for a complete refund if you are unsatisfied. The returned product must be in new condition. For detailed return instructions visit our Returns and Exchanges page.

Masters in Time
Willebrordusstraat 14
3037 TR Rotterdam
The NetherlandsGet Google DirectionsAlso pick up point for Swatch watches

Please Note:

Mastersintime's customer service department is based in our headquarters in the city of Rotterdam, The Netherlands. Our trained staff is available to take your questions via feedback form, email or over the phone. You can also contact our team on Facebook.